Viewing Unsubscribe Reasons
Review feedback from contacts who unsubscribed
Viewing Unsubscribe Reasons
When contacts unsubscribe from your emails, Mailnaptic can collect their reason for leaving. This feedback is invaluable for understanding audience sentiment, identifying content or frequency issues, and improving your email strategy over time.
Where to Find Unsubscribe Reasons
Navigate to Organization → Unsubscribe Reasons to view a summary of all feedback collected from contacts who chose to explain why they unsubscribed. The page displays a breakdown of reasons with counts and percentages, giving you a quick snapshot of the most common causes of churn.
Understanding the Dashboard
The unsubscribe reasons dashboard shows:
- Reason breakdown chart: A visual representation of the distribution across all predefined reasons. This makes it easy to spot if one issue dominates (for example, "Too many emails" accounting for 45% of all unsubscribes).
- Reason table: A detailed list showing each reason, the number of contacts who selected it, the percentage of total unsubscribes, and the trend over the last 30 days.
- Free-text responses: If you've enabled an "Other" option with a text field, those custom responses appear in a separate section for qualitative review.
- Time filter: Filter the data by date range to see how reasons change over time — helpful for correlating spikes with specific campaigns.
Configuring Unsubscribe Reasons
You control which reasons appear on the unsubscribe form. Go to Organization → Unsubscribe Reasons and manage the list:
- Add new reasons that are relevant to your business (e.g., "Switched to a competitor," "Only wanted the discount").
- Reorder reasons to put the most likely options first, reducing friction.
- Enable or disable the free-text "Other" option.
- Toggle whether providing a reason is required or optional.
We recommend keeping reasons optional to avoid frustrating departing contacts, but making the form easy to fill out encourages honest feedback.
Acting on the Data
Use unsubscribe reason data to drive improvements:
- "Too many emails": Review your sending frequency and consider offering frequency preferences in your preference center.
- "Content not relevant": Improve your segmentation strategy to send more targeted content.
- "I never signed up": Audit your signup forms and import processes to ensure proper consent collection.
- "Emails look broken": Test your templates across email clients using the rendering checker.
Regularly reviewing this data — at least monthly — keeps you attuned to your audience's needs and helps reduce churn before it becomes a trend.